The Group led the market by introducing customer care ambassadors in its shopping malls as early as 1997 and turned the usual information counters into customer care centres with caring and well-trained staff. The friendly ambassadors in smart uniforms are a hallmark of the Group's malls.
The ambassadors collect customers' views on many aspects like product mix and facilities as a reference for further service enhancement. The Group also holds ‘Serving with Heart’ Customer Care Ambassador Election annually, through which shoppers can vote for their favourite ambassadors to recognize outstanding staff and enhance communication with customers.
The Group's malls offer a wide range of attentive services, including Return Anywhere for scarf, umbrella and tote bag lending, plus they provide handset battery charging, first aid assistance and much more.
The customer care centres are refurbished from time to time and the customer care ambassadors' uniforms are tailored for different malls to stay current and relevant.